ServiceDeskPlus bi-directional integration with JIRA
Hi,
We have been trying to integrate ServiceDeskPlus with JIRA for a bi-directional communication. By this we mean,
1. We should be able to create a JIRA ticket from ServiceDeskPlus incident ticket
2. We should be able to add couple of user defined fields and update them back
To begin with; we followed the documentation from https://help.servicedeskplus.com/jira-integration
Procecure followed;
1. Copied jiraimpl.jar file from --> /actionplugins/jira/ to --> /integration/lib/ directory
2. Copied Create_Jira_Ticket.html file from --> /actionplugins/jira/resources/ to --> /integration/resources/
3. Copied Create_Jira_Ticket.js file from --> /actionplugins/jira/resources/scripts to /integration/resources/scripts.
4. Copied jira.xml from /actionplugins/jira/resources to /integration/resources
5. In Admin Settings, search for “Request Custom Menu
6. In the “Incident Management- request Custom Menu”. “Add New Menu“
Menu Name : Create Ticket in JIRA
Associate Roles : All Roles
Associate Templates : All Templates
Custom HTML File : Create_Jira_Ticket.html
Action Type -> Execute Class : com.servicedeskplus.integration.JiraActionImplementation
After these changes were made, we did restart the application once.
Now, when we access "Create Ticket in JIRA" menu from within an incident ticket, there is a pop-up window that allows us to choose few fields.
On this window when we set few values and we click on "Create Ticket" button, the respective incident is created in JIRA, and there is note updated with JIRA-ID and reference URL in the incident request ticket.
We have created two custom fields in ServiceDeskPlus incident request by name : JIRA-ISSUE-ID and JIRA-ISSUE-KEY
What we want to achieve is - > when we click on Create JIRA ticket -> This action should update the custom field we created and also the Status field on the RHS of the Incident Request page.
However, the custom fields (JIRA-ID and JIRA-ISSUE-KEY) fields and the Status field aren't getting updated.
We are not sure what have we missed here ?
In the jira.xml, we do see there is section under RESPONSE - PARAM tag for both these fields. Also it is mentioned that we use UDF FIELD-NAME (Example : udf_sline_302) instead of JIRA_ISSUE_KEY.
We have tried both JIRA_ISSUE_KEY and udf_sline_302 but nothing to avail.
Can you suggest us where are we going wrong and what steps needs to be taken to achieve our goal here?
Regards,
Maney